Chipotle Mexican Grill — Restaurant in Marlborough

I don't like to leave negative complaints - I usually leave positive, but I'm going to echo the complaints about absurd portion sizes. A burrito bowl, with extra rice, chicken, cheese, lettuce and guacamole (extra $), and when I picked it up for my daughter through the app, I immediately knew I was getting screwed. It's not like we asked for 10 items on the bowl (saving them food cost $). It was a skimpy portion of rice so I asked the employee to please add extra. He told me, "next time, ask for extra rice", I told him I did (and yes, it was on the label). I was polite and thanked him, but was annoyed that he blamed me for his error and was snarky about it. When I got to the car, my daughter dug through and found 4 pieces of chicken. I went back in and was polite again and asked if they could please do what all locations do and add chicken. The employee told me they put it on the spoon and that is the portion. So they don't weigh the portions, they give you what they think is correct on their spoon. So if someone is too lazy to cut up the chicken, you get half the portion. I asked to return the $12.95 burrito as he was unwilling to help and make things right. That was his choice. The manager came over and explained to me about their portions and told me that every location was different, but agreed it should be portioned by weight. She gave me what she said was 4oz., I thanked her and conceded. I was never rude, nobody deserves that, nor was the MOD, but as someone with experience in this industry, they should run 25-30% food cost, and what they're doing is probably in the 18-20% range. No question the manager is making their monthly bonus. As I left a customer on the way out said, "nice job, good for you", and had two others tell me how well I handled that, and that they would not return because they absolutely had the experience and felt cheated. I hope they find a happy medium, based on recent posts, they're going to lose more customers. As someone who goes to chipotle often for her kids, with late sports schedules, I will avoid this location...

This store needs serious attention from Chipotle’s corporate team. The level of service I experienced was shockingly poor.

First, there was complete confusion from the staff over something very basic: I simply asked if I could add protein as a side. One employee said yes, but when I reached the billing counter another said no. Because of this miscommunication, I decided to take a second bowl just for veggies. Instead of helping, the cashier told me, “You should have asked from the beginning, why are you saying this now — it creates a queue.” There was literally only one person in line behind me. That remark was unnecessary and disrespectful.

Second, when I asked for extra portions of ingredients (not “extra food,” but simply paying for more of what Chipotle is supposed to serve), the staff acted as though they were rationing supplies. On top of that, when I ordered two bowls, they couldn’t even provide a simple holder bag to carry them.

Chipotle is supposed to represent quality, consistency, and customer care. This location delivered none of that. Instead, I left frustrated, embarrassed, and questioning why I should ever return to Chipotle.

This store is damaging the brand’s reputation. If they can’t get the basics right — honoring clear requests, filling bowls with paid portions, providing a bag — then how can customers trust anything about the food or service here?

I will never return to this location, and I strongly urge corporate to step in before more loyal...

I was at Chipotle today on 12/04 at 1:15 pm and I received very poor service from the staff, starting with a thin, black-haired employee who speaks Portuguese… She didn't let me choose my food properly, she asked me 3 times how I can help , if you ask once and the person doesn't answer, the person is thinking ... You don’t insist... then she insisted several times if I wanted the cheese sauce, after I accepted so she would stop asking me... I asked if it's paid ?She replied to me that the information is glued on a sticker in front of me and you just have to read it...I had lunch very angry and after lunch, I asked to speak to the manager...to my surprise the girl was the manager, when I tried to explain that I didn't like it the way they do to increase sales, she interrupted me twice and then I gave up, because if the manager treats customers like that in front of her employees, look at the example she is giving them of how she treats customers. This manager She is poorly trained, arrogant, without any ability to be an employee, imagine a manager. She must first learn to listen to a complaint and not respond to the customer that she doesn't need any complaint, that she already knows her job... Absurd, never This happened at Chipotle before...I will never go back to this place or any other Chipotle. You need to train your employees better to be managers and not promote them without any knowledge of how you...